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Help Desk Supervisor

2 months ago

Temple, United States McLane Company Full time

McLane is one of the largest and most stable supply chain services leaders in the United States. We’ve been at the forefront of delivering retail and restaurant solutions for convenience stores, mass merchants, drug stores, and chain restaurants for over 125 years.  Our vision is to be an agile, innovative, and unified supply chain partner that delivers a superior customer experience, improves the lives of our teammates and community, and produces best-in-class returns.

The SourceLink Support Supervisor is a hybrid remote position which will require the candidate to report and work from the office three days a week. Therefore, interested candidates should be within a 50-minute radius from Temple, TX.

 BENEFITS:

·       Day 1 Benefits available: medical, dental, and vision insurance, FSA/HSA and company-paid life insurance. 

·       Get paid early. Get paid fast.

·       401(k) with annual company match.

·       Paid holidays, vacation time, sick leave accrual, college tuition reimbursement, and more

The SourceLink Support Supervisor is responsible for ensuring an exceptional level of support to our restaurant customers and addressing business needs. This role involves proactive planning of events, including onboarding new concepts, overseeing system conversions, and managing the SourceLink Help Desk Team. The individual will provide support to the SourceLink Help Desk Team, utilizing organizational skills and knowledge to ensure flexibility and adaptability in meeting the company’s evolving needs related to restaurant ordering software and processes. Additionally, the role encourages high levels of communication among teammates and support teams, addresses both positive and negative performance of team members, and handles administrative issues. Below are the responsibilities expected of the SourceLink Supervisor, but not limited to:

  • Proactive planning of events, including onboarding new concepts and system conversions.
  • Managing and supporting the SourceLink Help Desk Team.
  • Utilizing organizational skills and knowledge to ensure team flexibility and adaptability.
  • Encouraging high levels of communication among teammates and support teams.
  • Addressing positive and negative performance of team members.
  • Handling administrative issues.

ESSENTIAL JOB FUNCTIONS / PRINCIPAL ACCOUNTABILITIES:

·       Gather, analyze, and monitor metrics for the SourceLink Help Desk workload/performance and identify trends in call center issues to escalate as needed to other support teams.

·       Ensure the SourceLink Support Team is providing excellent customer support for ordering system applications, effective response times, and provide insight into complex issues that require support.

·       Ensure quality of service guidelines for handling issues with the customers, ensure timely planning to support conversions, completing project tasks, and delivering a high level of customer satisfaction.

·       Assist in the training of new SourceLink Support Desk teammates on procedures and troubleshooting techniques. Ensure the completion of training to support software applications.

·       Provide SourceLink Support for users of varying levels of expertise. Ensure that the team provides timely service to all users by ensuring resolution of issues, resolving technical issues, escalating more complex issues with order systems to the next support level, and providing follow-up feedback to customers.

·       This position has additional duties. Special projects may be assigned at the managers discretion.

MINIMUM QUALIFICATIONS & REQUIREMENTS:

·       Have a bachelor’s degree in information technology/business related field or equivalent experience to a bachelor’s degree.

·       Have at least 3 years of SourceLink Support Desk and customer service experience.

·       Knowledge of Microsoft Office programs (Excel, Outlook, Word) is required.

WORKING CONDITIONS:

·       Office environment.

Candidates may be subject to a background check and drug screen, in accordance with applicable laws. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.